First National Bank (FNB) is still facing a barrage of complaints from users trying to find their way around recent changes to the online banking interface.
Many users reported login problems and error messages on Monday, shortly after the Web site was revamped. Criticisms on Tuesday morning turned to navigation issues, with some users unable to locate their preferred features.
In another busy morning for RB Jacobs - the bank's social media response account - customers were advised to consult new instructions to help adapt to the changes. "The location of certain functions has moved to other tabs and have been regrouped and even renamed for easy access and increased usability," the bank says in response to a complaint on its Facebook page.
Some users were encouraged to view the demo video for assistance on getting around the new setup. "All features and functions which were made available will still exist," FNB adds.
Grievances submitted to customer service review Web site Hellopeter.com on Monday were issued reference numbers from a member of the bank's complaints resolution team while more discontent streamed in.
"Really poor upgrade, rather a downgrade once again," says a user in one of the posts. "It is much more difficult to read and find options. It looks like it was designed by a first year student. Please change it back to the way it was," the user says.
Monday's Twitter conversation placed the hashtag #FNB as one of SA's top trends. Some leapt to the bank's defense as the criticism continued.
@steedsays - "Eish! People do not like change hey! Embrace it!!! There are far more pressing issues in this world than a Web site upgrade!"
@Baries007 preached a little patience. "At first it seems crappy but as with all things, time changes perception."
FNB says technical faults can be reported to its helpdesk, while feedback on the new Web site can be sent to its dedicated e-mail address.
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